Customer Care Advisor - German & English Speaking
hace 2 días
City of London
Job Title: Customer Care Advisor – German & English Speaking Reporting to: Customer Care Supervisor Location: Head Office, White City Place, West London Contract Type: Full time, 37.5 hours per week About Us:ME+EM is one of the UK’s fastest-growing luxury fashion brands. In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the U.S. At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so re warding. Our office and stores are always busy and fast paced, but we work just as hard to make sure it’s fun, with social activities and biannual parties. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone’s hard work is rewarded. It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth a nd evolution. About the Role As a Customer Care Advisor, you are the voice of ME+EM. You will deliver a warm, personalised, luxury-level service across all channels, ensuring every customer feels valued, supported. You will resolve queries with efficiency and empathy, create seamless experiences, and uphold our brand values through every interaction. From styling guidance to order resolutions, you will enhance the customer journey and play a vital role in strengthening loyalty and l ong-term engagem • ent. Responsibilities Deliver Luxury ServiceProvide outstanding support across phone, email, live chat and social channels in • both German and English.Resolve customer queries with ownership and confidence, aiming for f, • irst-contact resolution.Manage complex situations — late deliveries, incorrect or damaged items, complaints — with p, • rofessionalism and care.Offer personalised styling advice, fit guidance and product recommendations tailored to ou, • r diverse customer base.Support VIP, staff and Friends & Family orders, ensuring a seamless, • and premium experience.Maintain ME+EM’s brand tone of voice a, • cross all communi, • cation.Product ExpertiseBuild strong knowledge of our collections, • , fabrics, fit and care.Stay informed through store visits, fit sessions, lookbooks, • and internal briefings.Flag product information gaps or inaccur, • acies to relevant team, • s.Operational ExcellenceProcess orders, refunds, exchanges and rep, • lacements with accuracy.Track deliveries and proactively support custome, • rs with courier updates.Maintain precise customer records in line with GDPR, • and internal standards.Keep up to date with internal comms,, • SOPs and system changes.Report website issues, bugs and operatio, • nal challenges promptly.Cross-, • Functional CollaborationWork closely with Retail, Torque, Harper Concierge and internal teams to support se, • amless daily operations.Share customer insights to help improve product experience, p, • rocesses and website UX.Contribute to feedback sessions with a strong, • customer-first m, • indset.Brand ConsistencyUphold ME+EM’s luxury service standar, • ds in every interaction.Remain calm, warm and accurate during bus, • y or fast-paced periods.Represent the brand with pride an d embody ME+EM’ • s values. Required Skills A genuine passion for luxury customer service and d • elivering memorable experiences.Excellent communication skills with warmth, empa, • thy and a polished written tone.Strong styling instinct or enthusiasm to develop c, • ollection and product knowledge.Highly organised, efficient and confid, • ent multitasking across systems.Solution-focused, calm under pressure and resili, • ent during peak trading periods.A collaborative team player with a positive attitude and, • continuous improvement mindset.Exceptional attention to detail, especially when ma naging cu • stomer data and orders. Benefits: 33 days annual leave for full time employees • (25 days holiday + 8 bank holidays)A, • day off to ce, • lebrate your birthda, • y.Pension SchemeGroup Life Insuranc, • eEmployee Assistance Pr, • ogramme (EAP)Length o, • f Service AwardRefer a Friend Sche, • meStaff uniform for retail employeesGenerous S, • taff and Friends and, • Family DiscountAnnu, • al Voluntee, • r DayCycle to Wor, • k SchemeTech SchemeEye Ca, • re VouchersReal Living, • Wage EmployerEmployee led committe, • esSocial events and biannual partiesEnhanced maternity and paterni ty package after 2 years of service. ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities’ employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to ap ply for opportunities within our company. Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.